ComplaintsforLondon Drugs

• Initial Complaint

  03/06/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I am writing to express my dissatisfaction with an experience I had at your Calgary Brentwood store on May 29. I visited the store to purchase a lactation tea for my wife. I had a coupon which offered a buy one, get one free promotion for this tea. At the time, the tea was on sale from the regular price of $6.49 to two boxes for $8. Therefore, with the coupon, I expected to pay $4 for two boxes.When using the self-checkout, the staff found that the coupon could not be entered automatically, so they switched to manual scanning. The total changed from $8 for two boxes to $1.51. The staff thought there was an issue with this price and called the supervisor, ****************** He informed me that the coupon policy is buy one, get one free, but the system was deducting the price of one box, resulting in $8 - $6.49. **************** stated that the coupon cannot be used because the policy indicates it cannot be combined with other coupons. He insisted that I either use the coupon at the regular price for the buy one, get one free offer or just the sale promotion without the coupon.I argued that a coupon and a promotion are not the same thing. The policy only states that it cannot be combined with other coupons, not promotions. Moreover, the system was capable of accepting both the coupon and the promotion. ******* S insisted that it was not allowed and that I had to choose one or the other. When I asked to see the company policy, he refused, stating it was internal information. In the end, I had no choice but to use the coupon at the regular price due to my wife's urgent need for the product.I am writing to seek clarification on whether this is indeed your company's policy. If it is, please explain why a coupon and a promotion cannot be used together, especially when the system allows it. If it is not, I wish to lodge a complaint against ******* S for his handling of the situation. His position is Sales Supervisor, and his approach was highly unsatisfactory.

  Business response

  04/06/2024

  London Drugs has reached out to the customer and apologized for the experience they received while shopping at the ******************, the customer will be coming back into the store and they will able to redeem the coupon and plus we have offered a gift card as a token for bringing this to our attention and help resloving the issue.  Case Closed.  

• Initial Complaint

  23/05/2024

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I ordered a Fujifilm X100VI camera from London Drugs on February 29th and paid London Drugs the full amount of $2,419.97. London Drugs promised on their website that they would ship the order on March 1st, but in reality they have no intention to ship the order (5.22.2024) until now. Order Number: ********.

  Business response

  23/05/2024

  This Fujifilm Camera is an extremely high demand product across ******, the vendor is limited on stock and has no ETA of when the stock is arriving at our warehouse.  We have had stock trickling in, and we have been fulfilling orders in a chronological order.  Thank you.   

• Initial Complaint

  25/03/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I took some items to the beddington location fir a refund as they were purchased for a friend of mine and u had bought items to which they had allergies to. All the items were in pristine condition original packaging and all purchased from the beddington location within 3 weeks of purchase. I had misplaced the recipt so I called first and was informed that tho I did not have the recipt I could still return the item however the refund would be issued as store credit on a gift card.it sounded fair enough to me seeing as could use the store credit to buy similar items which contained alternitive ingredients so I went in however when I got to the store I was told I could not have the refund on a card rather I would be issued a voucher and a check would be mailed to my home within a 3 week period. So i gave the lady at the returns desk my passport so she could enter my info.It' has now been over 4 weeks and I still have not had a check or anything come from them.the total of the refund was just over $160.00 when I looked at the voucher to see if there was a number i could call I noticed that they put my middle name (****) on the voucher instead of my first name (******) so i called the customer help line I was told to contact the store and when I contacted the store I was told to contact the help line. I have contacted the help line the store and the head office on 3 separate occassions hopping to resolve the issue and see where the check is. These attempts were not successful if I had knowen there would be this much hassle I would have kept the item and brought them back upon the checks arrival but I assumed things would go smoothly without interruption so I gave the items to the store to be restocked. Please contact me ASAP

  Business response

  26/03/2024

  London Drugs have reached out to the customer for more details to investigate. The refund voucher was issued 3 weeks ago, it can take up to 4-6 weeks to process.  ****** is looking for the details and will be in touch with customer service with the required details. Bubby 

  Customer response

  09/05/2024

  
  Complaint: ********
  
  I am rejecting this response because:

  I am reopening the complaint because I returned the items almost 3 months ago and I have not recived the refund that i was promised. I have been told different stories about what's going on by many different people the two latest ones were that it was sent to my home dress on April 11 2024 after 10 business days of waiting I contacted them they said they canceled the check that had been mailed and were now sending the check on a london drugs truck from Richmond to calgary specifically the beddington location after waiting à week I called beddington store and they had no idea of ant check being sent so I contacted the people online and they said it had been mailed out on April 11 2024 I still have not recived my money back and they kept the items that I returned the bottom line is l would like my refund please send me the check as soon as possible thank you
  
  Sincerely,
  
  ****** *****

  Business response

  13/05/2024

  The store has confirmed the check has arrived for the customeer to pick up. The store manager will be reaching out to the customer to set up a time to come and collect the check. We consider this case closed. 

  Customer response

  13/05/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ****** *****

• Initial Complaint

  29/02/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I placed an order for the ******** ****** Camera with the order number ******** on February 22, 2024. The funds have been withdrawn and cleared from my credit card. The website stated that the order would be shipped on February 28, 2024. I've been contacting London Drugs since February 26, 2024, to find out the status of the order over the phone and through email. The customer service agents, ******** and *********, assured me the item would be shipped on the 28th. It's the 29th, and no shipment. I called in and demanded to talk to a supervisor. I was not transferred to the supervisor. *** ****** **** ** **** ****** ******* ******** ** ******* *** ****** *** ********** She advised me that the order would be available on March 15, 2024, and if I wanted to cancel, I had to wait for her to request another department for cancellation. London Drugs took my money and had no items on hand to fulfill the order.When writing this complaint, London Drugs is falsely advertising they will ship the order on March 1, 2024, for the black camera and March 2, 2024, for the silver camera (see the attached screenshots).My point is that London Drugs publicly falsely advertised and promised that the order would be fulfilled, but it was not. **** ** ** ****** ** * ****. The customer service agents were reckless and did not care about the customers. They said they only had access to the inventory system once I pressured them to talk to a supervisor, and they gave me the real estimated shipping date. * *** ** ****** **** *** ****** *** **** **** **** ******* ** *** ****** ****** ***** ****** ****** ** *** **** ***** ******** **** ***** *** **** ***** ********* ******* *** **** * ** *** *** **** ******** *** *** ** *** ***** *** ********************** ****** ***** *** *** **** ** ** ******** ******* *******

  Business response

  29/02/2024

  London Drugs contacted the customer and explained this order was a pre-order that had to be paid up front.  The release date was Feb 28th by the vendor, the camera is coming into our warehouse either by Friday this week or first week of March. The customer had the order cancelled this morning; however, we have asked the customer to place another order and will be fulfilling the order. The order will be shipped out by the end of next week. The customer was happy and has accepted the resolution London Drugs provided.   Bubby    

  Customer response

  01/03/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business about complaint ID ******** and find that this resolution is temporarily satisfactory to me with the condition, as said by *****, the camera will ship out sometime next week, March 4 - 8, as per phone conversation. ** *** ********** **** *** ******* * ******* *** ***** ** **** ******* ********* *** ****** ** ******* **** ******* ***** ****** *** **** ************
  
  Sincerely,
  
  *******************

• Initial Complaint

  29/12/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On Dec 20th I bought a wireless charger. ****** . I brought it into the London drugs on 72nd and *************** in Delta today Dec 28th, to return the product as it does not work with my cell or my partners phone. The manager says he can't have it returned because packaging is damaged,, I informed him that there is no other way of opening package but to cut it open. And also when I purchased the charger the man who helped me had said it will work with any android but found out today our cell are not compatible for this charger. The wireless charger does work but not with our cell phones and now are stuck with it and not getting my money back. Please help to resolve this

  Business response

  30/12/2023

  We did reach out to **************** to further assist this customer. The Manager did call the customer and asked her to send a picture of the product packaging.

  It was determined that it would have been extremely difficult to open the package to access the item. The customer did visit the store location, seeing the Store Manager, who took care of refunding the item. We did apologize for the inconvenience and the customer was happy and grateful, after doing so.

  We have fully refunded the customer for this non- compatible item.

  Customer response

  21/02/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  09/11/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On October 10, 2023, I made a purchase from Londondrugs.com, order number ********, and subsequently attempted to initiate a price match for product number ******** in accordance with the policy detailed at [London Drugs' Price Match Guarantee Webpage].Below is a concise timeline of the interactions:- On November 6th at 2 PM, I had email correspondence with **************** Manager ******************* who confirmed eligibility for a price match and instructed me to contact them again during the competitor's sale.- On November 8th at 9 PM, competitors sale started, I emailed *********************************** to request a price match and received no response.- Minutes later, at 9:05 PM, during an online chat with a representative, ****************, the conversation was abruptly terminated before any resolution could be reached.- Following this, at 9:10 PM, I phoned customer support at **************. The call was disconnected while I was on hold, after ******* P recognized me from the chat and stated that the matter was escalated to a manager.- I initiated another chat at 9:20 PM and was curtly informed by ******* that the request was submitted and the chat was ended without further assistance.- Finally, at 10:16 PM, I received an email from ******* P claiming the price match request was denied due to the competitor's stock statusa claim which was factually incorrect as the item was in stock during my initial requests.It is unacceptable that I was denied service repeatedly and given false information regarding stock availability. At no point should a customer be held responsible for the lack of availability of management to approve a price adjustment, especially when the competitor's lower price was available at the time of my request.I find this to be a direct violation of the advertised "Price Match Guarantee" *** ** ******* ** ********** ******** *********. The advertised guarantee has not been honoured, and this experience has been both frustrating and disappointing.

  Business response

  09/11/2023

  We have reached out to the customer and left a message for them to call London Drugs.

  The customer reached out to ********************** before the flyer was in effect, which nothing was confirmed at the time, London Drugs asked the customer to email back duration of the sale price, also letting them know that the item must be in stock, and it must be the same item. The customer reached out to ********************** when the item went on sale, please note we cannot reply to our customers instantly as we are dealing with other customers in the queue.  The chats and the calls were not disconnected at any point, if the customer felt that way then we already apologized this morning in an email. When the calls and chats happened, the manager went online to see if the item was on sale and in stock, at time the item was not even up on their website.  Therefore, according to our policy the price match was denied. 

  We will go ahead and apply the price for ******, however it will ***** difference, plus any applicable taxes, this is because London Drugs had a bonus of LED lights the customer received with gift this purchase worth 29.99.  

  Bubby 

  Customer response

  09/11/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

  Please confirm how refund of $70 + tax will be refunded to me. 

  
  Sincerely,
  
  *************

• Initial Complaint

  23/10/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I ordered an online order on October 13th from London drugs and suppose to ship it to my home and I didnt get the package, so I contacted their customer service about I didnt get my package. They insist the delivery company delivered the package and hand it to me in person which I never seen anyone delivered it to me and Im at home babysitting nobody came and they dont have any prove of they delivered it to me either. What surprised me is they ask me to go to the police station to get a police report for it in order to get me money back and I went yo the police station the police said they never heard of anything like this and also I have been online shopping for years never heard of anything like this. The package is missing and I have to get a police report to get my money back. And its only ****** dollars. Its two box of baby formula.

  Business response

  23/10/2023

  We have reached out to the customer twice asking what they would like to do, refund, or pick up from store, our courier company had confirmed the order was handed over and delivered to the address that was on the order. 

  We have left a message for the customer asking how they want us to proceed with this order.  

  Customer response

  24/10/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. They still insist that they delivery the package at my address with NO PROVE instead of getting prove of they delivered it to the right place and hand it to me they asked me to get prove that I didnt get the package and Im the one should be responsible for the missing package. After this horrible shopping experience I will never shop at London drugs anymore. ***** ******** ******* ** *** ****** Thanks again for solving this problem for me very appreciate. 
  
  Sincerely,
  
  *************************

• Initial Complaint

  10/10/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  My husband ***** was overcharge of Apple cider vinegar 946ml was on d flyer from Oct **** flyer. But was rang *****. So he went back to d store trying to get a refund but was decline. D cashier and manager **** and not admiting their mistake. Manager did not even offer scanning code practise or offer only 1 bottle of ACV but my husband dont want to take it cause he only offer 1 bottle. I am not after d discount but d satisfactiin of d customer. My husband was tired from work I ask him to buy dat cause we need it at home. He bot ****** Soysauce and apple cider but d ACV was prize wrong on d shelf. Good thing we were just in d parking lot of d store when we notice d wrong recipt prize. Imagine if we left n drove home gas is high. We are regular buyers in dis store but to pur dismay bad customer service. We can afford d prize but since its sale on d flyer dats y we went. No wonder dis store has only one branch in Red deer. Transaction # **********. Oct 9,2023 @ 12:53noon. Was a great way to start acting rude on Thanksgiving day that ruined ours of coarse.

  Business response

  11/10/2023

  The two bottles look similar but the formula on the more expensive one contains honey and cayenne pepper. 
  The signage and label placement are correct, and the supervisor offered a gesture of one unit at $7.99.  As a gesture of goodwill, we will offer the customer a $75.00 gift card for the inconvenience. Bubby 

  Customer response

  12/10/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ******* Or *****************************

• Initial Complaint

  03/10/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  To whom it may concern, I have purchase a defective product from this London drugs ***** and *********** location. I wanted them to just resolve and fix this computer that I bought from that store, but instead they gave me the run around and want me to resolve it myself and pay them for the repair.My complain is they sold me a defective product and wont fix their mistakes and resolve it. * **** ******* *** **** ****** ****** *** ***** *** *** **** ****** *** ** *** *********** **** ***** 

  Business response

  07/10/2023

  We have reached out to this customer and hope that he returns the Store Manager's phone call so that we can further assist with this laptop service issue..

  The laptop is an ***** product and ***** Warranty does require us to follow their service intake steps accordingly.

  Previously, the Tech staff informed customer that ***** might contact him, the customer, for additional information regarding this repair serviceand there were steps to take that would expedite the repair process.

  The customer ended this interaction without leaving the laptop for repair.

  Customer response

  01/11/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *************************

• Initial Complaint

  06/09/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  My order number is ******** which was placed back on Aug 4. The order was supposed to be delivered on Aug 15 which till date I havent receievd. I reached out to their support and was asked l was asked to file a police report and an investigation with ****** ****. I asked how can i file a report when i dont know whether its lost or delivered to the correct the address or not, and i was told that i would first have to wait for ****** ***** investigation. I responded to ****** **** back on aug 24 and today i now i am being given a run around after a month to go to the police . I mean that makes no sense. I asked them to provide me a copy of the investigation with ****** **** so that i file a report with police but they dont understand. All this is very frustrating

  Business response

  06/09/2023

  *********** has stated they delivered the package to the customers locker in the building. We send this investigation back *********** to see if they can investigate further. We are waiting for *********** to finalize their report which can take up to 10 days. 

   

  We do have a process in place when a packing is, gone missing, we usually ask the customer to file a police report, which the custmer is not willing to do. 

  Customer response

  06/09/2023

  
  Complaint: ********
  
  I am rejecting this response because i have a small mail box in which the package would not fit. Thats why i am saying that ****** **** delivered it to a wrong address. If it would have been delivered to the correct address and then went missing i would have willingly filed a police report. This is ******* **** fault and i am being penalized.
  
  Sincerely,
  
  ***********************

  Business response

  06/09/2023

  We are currently working with *********** to come up with a resolution. Their an investigation team is working on this matter and will update us with more information as soon as they can. 

  Customer response

  07/09/2023

  
  Complaint: ********
  
  I am rejecting this response because you already taken so long. I want this to be expedited. Honestly i want my money back now.
  
  Sincerely,
  
  ***********************

  Business response

  07/09/2023

  Even though we are waiting for *********** to investigatefurther, as a service gesture we will go ahead with a refund. 

  Customer response

  07/09/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***********************

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩